This is a practical book written from the point of view of the practitioner, rather than the researcher. It presents current and recent work in the subject area in a way relevant to practitioners, researchers and students. It includes practical examples of survey and research work and discusses honestly the practical difficulties involved. Aimed at an international audience, examples of good practice are drawn from a number of countries across the world. The book also discusses the relevance of survey and evaluation in related areas and the impact of customer care strategies, performance indicators and service level agreements on the culture of evaluation.

Author Biography

John C. Crawford is a former trustee of the Chartered Institute of Library and Information Professionals. John is also the former director of the Scottish Information Literacy Project, and has published extensively in librarianship and history. He holds BA, MA, PhD, FCLIP and FSA (Scot) qualifications.